A prominent travel business was crippled by predictable seasonal call surges, where their human workforce could not cope with the never-ending calls. The result was missed revenue, operational chaos, and a tarnished brand image. They needed a solution that could not only handle infinite volume but also sell effectively.
They reached out to orangemantra for a strategic, agentic AI solution. Our collaboration resulted in an end-to-end process re-engineering leading to an AI-native sales function.
travel
Complete customer journey mapping. Bottleneck identification and lead qualification criteria. Challenged legacy assumptions.
Co-designed a new customer interaction model with AI agents as the primary qualifier and nurturer.
Building, fine-tuning, and testing. Launched AI IVR in a controlled manner while simultaneously training sales team.
Used call data and conversion metrics to continuously refine the AI’s scripts, logic, and sales tactics.
During peak season, the call volume used to spike by around 300%, leading to a 65% missed call rate. The average hold time exceeded 15 minutes, and the lead qualification was inconsistent. This resulted in an estimated 20% loss of potential revenue during the most profitable weeks. Worse, on one side frustrated customers took to social media, damaging hard-earned brand equity. On the other hand, the sales team was overwhelmed with unqualified inquiries. There was a need to build a scalable, AI-driven first line of interaction that could qualify leads, enhance customer experience, and protect its brand reputation 24/7. We got it covered under our AI services.
Simply adding a basic chatbot to the existing broken process would have failed, as the underlying system couldn’t support or scale with AI. Additionally, it had to be indistinguishable from a top-performing human agent.
Our Solution: We collaboratively redesign their lead qualification workflow for a new, AI-optimized process and engineered our AI agent for empathetic, context-aware conversation.
Staff feared job displacement, and management was skeptical of AI’s ability to handle complex sales conversations.
Our Solution: We positioned the AI as a force multiplier that handles repetitive work, freeing human agents to close high-value, complex deals. We involved them in the training process, turning skeptics into advocates.
Improvement in leads qualified and handed off by the AI agent.
Achieved within the first 4 months of operation.
Average time to qualify a hot lead and route to a human closer.
This project proved that the true power of AI is not in automation, but in transformation. By having the courage to redesign their core process, our client didn’t just solve a seasonal problem—they built a new, scalable, and highly profitable sales channel.
The success of the IVR agent has created a blueprint, and we are now partnering to offer our AI development services to automate their post-booking customer service and loyalty functions, steering them toward a future of autonomous operations.
